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Frequently Asked Questions

Some frequently asked questions about your new look Embark Platform.

Just visit and log in to the new look site using your existing username and password.

No, you can use your current password until it expires.

If you have forgotten your password, please use the forgotten password link on the login page.  This will send you a link allowing you to reset your password.

This is part of our new security measures to further protect our clients.  When you first login to the new look platform you will need to add a memorable word to your account.

Some online processes are at higher risk of fraud by cyber criminals, for example, when you update email and postal addresses for you or your client(s). Our system will ask you to re-enter your memorable information at these points to prove that it is you making the update(s).

If you have forgotten your memorable pin please use the forgotten memorable pin option once you have entered your username and password. 

Please note if you input your memorable pin incorrectly on three occasions you will be locked out.

Yes. You can create a new password or memorable pin easily using the ‘My Account’ link from the menu and selecting ‘security’.  Please note you will need to enter your current password and current memorable pin as part of this process.

No.  This has all been done for you.

Please be aware that as we’re applying these improvements to firms in phases, the existing functionality on our current URL will continue to remain live until all our customers have moved across to  the enhanced screens.

Please continue to use the new look platform for your instructions to ensure that they are correctly processed.

Yes, this is still available, and the operator will know that you have gone live on the new look platform when they speak to you.

Much of the core underlying technology is the same. However, we have re-built many of the user journeys to make them far more streamlined and easier to navigate.  To understand how the new journeys work, take a look at the guides and videos here.

We have made it easier and quicker for your clients to add funds to their account online by introducing a debit card payment option. Please note this is only for those clients who you have given self-service access to.  Unfortunately, we cannot take card payments over the phone.

There are a variety of ways to search for your clients within the new look platform:

  • You can search from your dashboard using the search function. This allows you to search by Client name, Organisation name or Account number.
  • A list of all the clients you have access to is displayed at the bottom of the dashboard showing client name, type, account number and DOB (if relevant).
  • You can also search for clients using the side menu.

Using one of the methods described in the answer to the question above , select ‘organisation’ as the client type and enter the name or account number.

These figures show the total assets held over time on the Embark Platform for all your clients. This value is based on the previous working day, and please note that transfers in progress are not included in this figure.

There are several quick links on your dashboard including ‘add a new client’ and ‘add product’ that will allow you to do this easily.  Alternatively, if you have already set your client(s) up you can add new products using the ‘add product’ link on the right-hand side drop-down menu.

Once the product is set up you can add in any additional funding sources as required. Documentation will be provided for each source.

We have worked with FE Fundinfo to provide you with a new digital Fund Research Centre.  This offers you and your clients the ability to search and evaluate investments available on the Embark Platform.  The Fund Research Centre provides helpful tools allowing you to:

  • build a portfolio of investments for analysis;
  • receive insight on the underlying assets;
  • generate reports, and
  • download information including factsheet and KID/KIID documentation.

Not yet, but this functionality is coming soon. We’ve identified this as a great feature which would benefit you.

Self-service access means you are allowing your client to be able to take certain actions on their own account such as trading, updating personal details, payments in and withdrawals (where relevant).

Your client will only have self-service access if you have previously requested this. If you aren’t sure you can find out how to check your client permissions by reading page 11 of the ‘Managing my clients’ user guide which can be found here.

Yes, the self-service permissions can be set for your client at a product level.  To do this see page 11 of the ‘Managing my clients’ user guide which can be found here.

That’s fine, you can set the access level yourself for your clients and information on how to do that can be found here.  You can set your client to have read only access, this will allow them to view their account however, they won’t be able to make trades or withdrawals.

Yes. You can now trade using a £ value which supports the trading of Gilts.

Currently you can only add an Expression of Wishes at the product setup stage.  If you need to add or amend at a later date then please contact our helpdesk.

We would love to hear your feedback and ideas for improvement going forward. Feel free to get in touch with your usual Embark representative.

We’ll be approaching you for feedback in a few weeks to see where you think we need to make more changes.

To find out more about the benefits of the new look Embark Platform, more information and user guides please visit our dedicated adviser webpage.